Operations Associate, Special Program Initiatives (SPI) Coordination

• Volunteer Deployment (e.g. from offer to entry on duty, certifying pre-assignment requirements etc.)  
• Volunteer contracts administration (e.g. Processing from hire to separation, Life Events, Crisis support to ROs and FUs and payment management, Medical Evacuation support, etc.) 
• Payroll Administration for UN Volunteers (e.g. payroll validation, exceptions sign-offs, disbursement sign-off, labor administration management, labor cost distribution, payroll irregularity handling, etc.) 
• Providing global support for UN Volunteers, UN- entities and donor countries   

With its presence in seven locations around the globe, VSC collaborates closely with different UN hosting and funding entities, headquarters' relevant sections, Regional Offices (ROs), Field Units (FUs) and UNDP Global Shared Service Center (GSSC) teams to deliver seamless and consolidated services according to UN Volunteers Conditions of Service, regulations, policies, and internal best practices.

Reporting to the Deputy Chief, Volunteer Services Centre, the Operations Associate, Special Program Initiatives (SPI) Coordination, provides oversight over the VSC teams’ delivery of services for SPIs, guides team leads and operations associates in the VSC regarding the planning and implementation of SPIs and supports the VSC management in the status monitoring of SPI delivery and to the teams in the VSC regarding the delivery of timely and high-quality services of approved SPIs from deployment to payroll.

The incumbent works in close collaboration with the Deployment, Volunteer Management and Payroll Team in the VSC, with Regional Offices and Field Units, with Finance and Resource Management Section and with the Volunteer Solutions Section (VSS) to conceptualize, orchestrate and coordinate the service delivery of SPIs related to the VSC responsibilities. She/he promotes a collaborative, client-oriented approach and supports the maintenance of high-quality service delivery and client satisfaction and acts as the champion and focal point for all SPI related interactions in the VSC. 

Duties and Responsibilities

1. Coordination of the operational implementation of Special Program Initiatives (SPI)

• Lead and act as the focal point for the coordination and operationalization support of the SPIs in VSC.
• Plan implementation schedules and coordinate the implementation in close coordination with relevant counterparts in UNV.
• Oversee VSC’s service delivery for SPIs and alert supervisor about deficiencies or risks and liaise with Regional Offices and Field Units, and other internal and external partners on exceptional situations and provide guidance on applicable regulations, rules and policies to ensure full compliance with accountability framework.
• Provide guidance to the team leads and operations associates in VSC regarding the delivery of SPIs; coordinate and prioritize activities to meet agreed delivery deadlines.
• Support the VSC management, VSS, Regional Offices and Field Units in monitoring SPI assignments and providing specific information upon request.
• Liaise with other team members in the VSC, Regional Offices, Field Units and VSS to keep abreast of evolving demand for UN Volunteers, with focus on SPI needs.
• Contribute, with an SPI lenses, to the development, update and maintenance of the Conditions of Service and their application in an SPI context upon request
• Provide substantial analysis of results, report on trends and propose changes for improvements of services related to SPIs in the VSC.
• Provide input to relevant reports and briefs, prepare and disseminate information related to SPIs upon request.
• Provide inputs to discussions and negotiations regarding SPI arrangements, in close coordination with VSS and Regional Offices based on input and experience gained from past initiatives.

2. Facilitation of knowledge building and knowledge sharing

• Contribute to the design of training materials and corporate activities towards building the SPI capacity of VSC and other UNV personnel as may be required.   
• Synthesize and share lessons learned and other pertinent knowledge for operational improvements in SPI.  
• Contribute to the improvement of policies, processes and systems by identifying bottlenecks, proposing solutions for streamlining, optimization and automation that enable VSCs timely and quality delivery.
• Make contributions to knowledge networks and communities of practice. 

3. Provision of volunteer services for (but not limited to) SPIs

• Provide volunteer services encompassing the full cycle of the volunteer lifecycle, from deployment through separation, in adherence to established UN Volunteers Conditions of Service, regulations and policies
• Administer UN Volunteer contracts
• Analyze and record benefits, entitlements and claims in relevant systems for accurate payroll processing
• Analyze and record life events in relevant systems for accurate payroll processing
• Review supporting documents related to claims, benefits and life events
• Manage resignations and terminations, in due confidence
• Respond to service inquiries in a timely manner.
• Support the recovery of over-payments.
• Manage medical and security evacuations on weekends and holidays as part of the VSC emergency handling team;
• Guide and support UN Volunteers on the Conditions of Service and provide input to specific briefs and guidance notes specific but not limited to SPI, including for on-boarding.
• Contribute to focused outreach efforts as may be required
• Serve on a rotational basis as a focal point for VSC on other various topics.
• Perform other administrative duties as may be required.
• Act as back up for other Operations Associates on same grade in VSC
   

Competencies

Core competencies

Achieve Results:

• Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively:

• Open to creative ideas/known risks, is pragmatic problem solver, makes improvements 

Learn Continuously

• Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility 

• Adapts to change, constructively handles ambiguity/uncertainty, is flexible 

Act with Determination 

• Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner

• Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion

• Appreciate/respect differences, aware of unconscious bias, confront discrimination 

Cross-Functional & Technical competencies 

Knowledge generation   

• Ability to research information and to turn it into useful knowledge, relevant for context, or responsive to a stated need. Ability to apply existing concepts to new situations, and to develop new concepts to generate workable solutions and new approaches. Knowledge of relevant concepts, conceptual models, and theories that can be useful in addressing new situations.

Digital awareness and literacy

• Ability to monitor new and emerging technologies, as well as understand their usage, potential, limitations, impact, and added value. Ability to rapidly and readily adopt and use new technologies in professional activities, and to empower others to use them as needed. Knowledge of the usage of digital technologies and emerging trends.

Communication

• Communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience. Ability to manage communications internally and externally, through media, social media and other appropriate channels

Customer satisfaction/ client management

• Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs; Provide inputs to the development of customer service strategy; Look for ways to add value beyond clients' immediate requests; Ability to anticipate clients' upcoming needs and concerns.

Documents and records management 

• Overall document (hard or electronic) management; registry and retention policy including storing and archiving.

Required Skills and Experience